Customer Success Manager - Advanced Platforms

Job Description

Overview &Responsibilities:

The Lead Manager, Product Technical Support manages the team that serves as an advancement point for any issues negatively impacting users of our SHOWTIME stand-alone streaming service and Showtime Anytime, our TV Everywhere service. The lead is responsible for mentoring and managing a small team of Technical Support Managers who work with engineers, QA personnel, product managers and other staff to lead investigation and resolution of problems.

In this role, you'll partner with your team to use your understanding of the components of our web sites, apps and backend to formulate/pursue theories about the causes of problems affecting customers. You will need to be tenacious and creative in using the tools at hand to pursue the underlying causes/possible resolutions for issues you're tracking!

Additionally, you will make certain that senior management is aware of any problems, guide those who are intermediating problems with customers, develop troubleshooting and resolution steps, improve, iterate and maintain documentation used by technical and customer support staff, and ensure that open issues remain top-of-mind for management and the team.

You'll work cross-functionally to better integrate the overall support cycle to enable a much faster response and resolution to technical issues. Additionally, you will gather applicable product feedback and feature requests and brainstorm process improvements to increase efficiency and productivity. You will also be responsible for producing regular reports and visuals to help management understand the evolving impact of customer-facing technical concerns and will suggest ways to help Showtime as a whole serve customers experiencing technical issues.

Job Responsibilities:
• Communicate clearly and frequently with all partners about ongoing production issues
• Work directly with the Customer Support team to identify and resolve technical issues experienced by our customers
• Brainstorm and roll-out solutions to enhance efficiency and effectiveness
• Develop processes to regularly synthesize and elevate customer feedback into meaningful information
• Provide real-time support for team members who encounter problems they can't resolve
• Schedule and/or provide support and monitoring of the service during high-traffic, high-viewing periods
• Produce regular reports on production issues, customer feedback / behavior
• Maintain the integrity of Help Center articles / FAQs, agent knowledge base, troubleshooting steps and customer communication to enable high-quality resolution
• Collaborate with various teams and developers on how to continuously improve the internal Admin Tool and overall integration of tools to better serve customers
• Work to understand new features and develop help center/knowledge base articles for customer

Basic Qualifications:
• Significant technical support experience, preferably on video-based digital media and products or equivalent.
• Significant experience working directly with customers to troubleshoot and gather necessary information to resolve customer issues
• At least 2 years' experience managing support personnel, and improving customer satisfaction
• Experience in developing processes and feedback channels from customers to product teams
• Experience in training non-technical and technical support agents
• Experience using software such as ZenDesk or similar CRM systems, Xcode, Wireshark, Charles, and Jira

Additional Qualifications:
• An excellent communicator who can write or speak clearly about complex concepts
• Technical background and/or experience is helpful
• A critical problem solver
• A team player and fun to work with!
• Known for your ability to follow-through
• Someone with a strong sense of accountability and ownership
• Willing to work shifted or flexible hours to overlap with peak support volume

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ViacomCBS is an equal opportunity employer (EOE) including disability/vet.

Jobcode: Reference SBJ-ro3qb3-3-21-97-61-42 in your application.